Have you ever wondered what your customers experience when interacting with your brand? From initial discovery to post-purchase support, their journey shapes their perception and loyalty. Enter Customer Journey Mapping [...]
Net Promoter Score (NPS) has become a popular customer loyalty metric, but does your organization leverage its full potential? Many businesses treat NPS as a single data point, overlooking its [...]
As we probably all know, word-of-mouth recommendations hold immense power. People trust people, and when happy customers sing your praises, potential buyers listen. That's where customer advocates come in and [...]
When it comes to measuring customer loyalty and satisfaction, there's a shining star in the metrics universe, and it's called Net Promoter Score (NPS). In our previous blog post we [...]
In this case study, we showcase Docker's journey towards aligning teams and delivering value through a tailored Voice of Customer (VoC) program. Docker's primary challenge was to align various teams [...]
Employee engagement and customer satisfaction may appear as separate entities, but they are more interconnected than meets the eye. Especially in today’s macro-economic environment and the related labor shortage, fostering [...]
Elevating Customer Experience with the right Feedback Metric: NPS, CSAT, and CESCustomer feedback is a critical component of driving customer loyalty and business success. But with so many feedback metrics [...]
Interview: How Customer Obsession Can Drive Your Bottom Line Published: April 20, 2017 Shep Hyken - Amazing Business Radio with Amy Downs Amy Downs on How Customer Obsession Can Drive [...]
Interview: Creating a customer obsessed culture and going from NPS -4 to +80 Adrian Swinscoe with Amy Downs (Published: March 6, 2017) CLICK HERE TO LISTEN TO THE AUDIO INTERVIEW [...]
Episode Overview Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace [...]
Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. Crack the Customer Code with Amy Downs CLICK [...]
Amy Downs First Published: December 14, 2016 “Why do you think customers leave us?” When I asked our executive team this question two years ago, I received a variety of [...]
Amy Dowsn First Published: August 29, 2016 Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give [...]
Amy Downs First Published: January 18, 2016 When I accepted the newly created role of Chief Customer Success & Happiness Officer at Lifesize, only one thing was clear: customers needed [...]
First Published: December 15, 2015 The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great customer service. Nothing [...]
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